Customer Retention Manager at Yard Dawgs

Elevate customer satisfaction as the Customer Retention Manager with Yard Dawgs Lawn Care in Calgary, AB. Focus on onboarding and first-year customer experiences for optimal retention results.

In this full-time leadership role, you'll directly enhance the first-year journey of customers, setting the stage for long-term loyalty. Your responsibilities include leading the Customer Success team, implementing high standards for every interaction, and analyzing churn data. By mastering operational touchpoints and building exceptional onboarding experiences, you'll play a vital role in meeting our ambitious growth targets.

Key Responsibilities:

• Own customer onboarding and the first-year experience

• Lead the Customer Success team and set interaction standards

• Drive down first-service wait times and cancellations

• Resolve escalated issues and turn detractors into promoters

• Report on retention metrics and trends to leadership

Requirements:

• 3-5+ years in customer success or account management

• Experience leading a team and managing large accounts

• Proficient in CRM systems and data analytics

• Strong leadership and communication skills

• Problem-solving mindset with a detail-oriented approach

You will be the driving force behind exceptional customer experiences, ensuring Yard Dawgs thrives through customer retention.
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